Minutes of the Patient Representative Group
Thursday 16th April 2015
At Stonehill Medical Centre
Present:
Dr Hilary Healey, Sandra Faulkner, Steven Alexander, Navin Patel, Stefan Galij, Barbara Hartley,
Carole Fahy
Sandra Faulkner welcomed everyone to the meeting.
CQC / CQC INTELLIGENCE MONITORING
In November last year CQC intelligence released information about practices which gave a rating
score and identified those practice who in the opinion of CQC required a ‘priority’ visit due to our
emergency admissions. This is not a good mechanism for measuring performance. However we
strongly disagreed with their opinion and we subsequently received an apology from the CQC
regarding this incorrect data.
CQC VISIT
All GP practices can expect a visit from CQC at any time. PRG will be informed and their input on the
day welcome.
BOLTON QUALITY CONTRACT
Bolton Contract explained. 19 standards including access, prescribing, health improvement
screening (including bowel screening, cervical screening, breast screening and screen for abdominal
aortic aneurysm) health protection, to increase uptake in flu and pneumonia vaccinations. Dr Healey
gave an overview on “War on Waste”, reducing the amount of prescribed medicines that are given
but unused. An explanation was given about cost effective prescribing, whilst maintaining patient
safety to reduce waste for both patients and pharmacies.
NEW OPENING HOURS
The surgery is now open from 8 am to 6 30 pm Monday to Friday. Early morning and late evening
surgeries are available.
ON LINE SERVICES
In addition to the ordering of prescriptions, making and cancelling of appointments, changing
address there is now the facility to view part of your medical records. Allergies and sensitivities and
adverse reactions may be viewed via the website. This may be requested in person via reception, ID
is required. This has been advertised via the website, in surgery and in the newsletter.
PATIENT EXPERIENCE AND SATISFACTION
We are very keen to improve patient experience and satisfaction. All front line staff have regular
customer service updates.
STAYING WELL PROJECT
Sandra explained the Staying Well Project which aims to keep people well in their own homes and
facilitate any services and community referrals if needed. Jenny Cowell is our co-ordinator and she
will be contacting the over 65 year olds to offer a visit.
ANY OTHER BUSINESS
Questions
Do we have a defibrillator?
Yes, we have a defibrillator and both Stonehill and Highfield surgeries. All staff receive annual
training in its use.
Suggestions:
Flu Day – Navin has offered some very constructive suggestions around arranging the flu day more
effectively and capturing data. This will be passed to Lindsey Battersby, our Nurse Practitioner for
discussion in advance of out 2015 flu day. Navin was thanked for his suggestions.
Test results – Barbara wondered if it was possible to let patients know when their test results have
arrived. Then patients could ring up to ask for them. This could be via text or on on-line services.
IG was discussed around using the text message service, however Sandra will make enquires via TPP
/online services.
Health Promotion – Is it a possibility we can let people know what we do? Why there are sometimes
no available appointments due to DNAs, who to see for what etc. Discussion took place regarding
holding a forum outside of the surgery where patients may come to share their views. It was
thought that we may be speaking to the converted, another suggestion was of an ‘open day’ in
surgery where our services could be promoted. Sandra informed the meeting that a COPD
afternoon is being held on 10th June where patients with Very severe or severe COPD will be invited
to come for the afternoon. There will be break off groups where inhaler technique, managing the
illness etc will be discussed. All agreed this was a good idea.
NHS Choices
Patients generally are more likely to write of their dissatisfaction rather than how pleased they are
with the service they receive. We do receive compliments from patients. NHS Choices, (search for
GP surgeries/Stonehill Medical Centre) has a section where these compliments may be added.
PRG Group
We are keen to welcome new members to the group, we have lost our student member now due to
her relocation.
Sandra Faulkner thanked all members for coming and their input. The meeting closed at 7 pm.
Date of next meeting – TBA August 2015.